Relationship Banking Representative

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

The Relationship Banking Representative serves as a frontline ambassador of the bank and plays a critical role in delivering a consistent, customer-centric, end-to-end banking experience. This hybrid position flexes across teller and desk responsibilities, combining accurate transaction execution with consultative conversations that build trust and deepen relationships.

The Relationship Banking Representative actively listens to understand customer needs, educates customers on products, services, and digital tools, and provides thoughtful guidance or referrals that support customers’ financial well-being, while adhering to all bank policies, procedures, and security standards.

Essential Responsibilities:

Customer Experience & Relationship Management:

• Deliver a welcoming, professional, and personalized customer experience during every interaction. Serve as a primary point of contact in the lobby, engaging customers proactively and guiding their in-branch journey.
• Build trust by actively listening, asking thoughtful questions, and understanding customers’ financial needs and goals.
• Process everyday banking transactions and routine inquiries accurately while maintaining a consultative, customer-first mindset. Open new accounts, close accounts, initiate wire transfers, and support service requests while educating customers on features, benefits, and tools.
• Assist customers with issues such as balance discrepancies, debit card fraud, and other service needs. Advocate for customers by coordinating with internal partners and operational teams to ensure timely, accurate resolution.
• Educate and guide customers on digital banking tools, self-service options, and best practices to enhance convenience and engagement.
• Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments with appropriate team members.

Sales, Advice & Business Development:

• Identify customer needs through conversation and observation, recommending appropriate banking solutions without pressure-based selling.
• Generate and manage customer follow-ups, outreach calls, and appointment setting to strengthen relationships.
• Participate in branch prospecting efforts, campaigns, and community engagement activities.
• Collaborate with branch partners to refer customers to specialists for more complex financial needs.
• Contribute to branch goals by consistently modeling needs-based conversations and relationship-building behaviors.

Employee & Team Contributions:

• Act as a brand ambassador by modeling quality service in every customer interaction. Collaborate effectively with team members to support branch operations and customer experience goals.
• Contribute to a positive, inclusive, and respectful work environment.
• Take ownership of personal performance, development, and continuous improvement. Adapt positively to change and actively support new tools, processes, and initiatives.
• Actively participate in branch meetings, training programs, and professional development opportunities, including travel to training locations as required, to enhance knowledge and skills.
• May assist with training or mentoring new team members, as needed.

Operational Excellence, Risk & Compliance:

• Accurately perform teller and platform transactions and balance cash drawers within established policies and procedures.
• Apply customer authentication, due diligence, and regulatory requirements to all transactions and account activities.
• Maintain the confidentiality and security of customer and bank information at all times.
• Follow dual control, open/close procedures, and security protocols consistently.
• Participate in audits, internal reviews, and regulatory requests, as required.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures and internal controls, and meet all training requirements in a timely manner.

Other Duties:

• Provide support to other branches as needed to ensure proper staffing and service levels.
• Perform other related duties as assigned or directed to support branch and bank objectives.

Ancillary Duties:
As an integral member of Retail Banking, this position is responsible to provide assistance wherever necessary to help the Branches and the Bank in achieving their annual goals. This may include supporting transactions, customer inquires, or traveling to other branches in the area to provide support as needed and to ensure proper staffing and service levels.

Qualifications

Education, Training and Requirements:

• High School Diploma or GED required
• Internal product knowledge, teller, and platform training preferred
• Ability to attend a 5–7-day initial training program, which may involve overnight travel depending on distance; the company covers or reimburses applicable travel expenses, such as mileage and lodging
• Reliable transportation

Skills:

• Excellent interpersonal, listening, and communication skills with the ability to engage customers in meaningful financial conversations
• Strong attention to detail with accurate and proficient math skills
• Clear thinking and sound judgement in a fast-paced, customer-focused environment
• Strong documentation and organizational skills with the ability to manage multiple priorities
• Proficiency in digital tools and Microsoft Office; comfort navigating banking systems and digital banking platforms
• Ability to build trust, demonstrate empathy, and remain professional during complex or sensitive customer interactions
• Must be able to consistently demonstrate the Company's core values: Integrity, Humility, Teamwork, and Excellence

Experience:

• Two (2) years of customer service and/or banking normally required
• Demonstrated ability to work directly with customers in a service, advisory, or problem-solving capacity
• All applicants must be 18 years of age or older

Other:

• Ability to work flexible hours based on branch needs
• Travel to nearby branches may be required to support staffing and business needs
• Ability and willingness to travel to training sessions, meetings, professional development programs, and other company-sponsored events, as needed.